Customer Feedback & Complaint Policy

At Fluo, our customers are at the heart of everything we do. We are committed to providing an exceptional experience and believe that feedback, both positive and constructive,. helps us improve. This policy ensures that customers have clear and accessible ways to share feedback, raise concerns, and receive timely resolutions.

This policy applies to all customer interactions, including product inquiries, service feedback, and formal complaints, across all communication channels.

To make it easy for customers to connect with us, Fluo provides multiple channels for feedback and complaint submission:

• Email Support: Customers can reach our team at hello@fluo.tech for general feedback, concerns, or complaints.
• Website Live Chat: A dedicated live chat function on our website allows for direct submissions.
• Social Media: We monitor and respond to messages on our official platforms.
• Phone Support: Our team is available at +44 (0) 20 8242 6627 for real-time assistance.
• Customer Surveys & Reviews: We regularly collect feedback through post-purchase surveys and review platforms to enhance our services.

1. Acknowledgment: We acknowledge all feedback and complaints within 10 business days.
2. Review & Assessment: Each complaint is reviewed to determine the appropriate resolution.
3. Resolution: We aim to resolve most concerns within 30 business days. Complex issues may require additional time, in which case we keep customers informed.
4. Escalation: If a customer is unsatisfied with the resolution, the case may be escalated to a senior team member for further review.
5. Follow-Up: Once resolved, we follow up to ensure customer satisfaction and document insights for continuous improvement.

• We analyze trends in customer feedback to identify areas for enhancement.
• Insights from complaints help us refine our processes, products, and customer interactions.
• We regularly review and update this policy to align with best practices.

• All complaints and feedback are handled with professionalism and discretion.
• Customers will never face discrimination or retaliation for submitting feedback.

For any feedback, suggestions, or complaints, please reach out to us via:

Email: hello@fluo.tech
Phone: +44 (0) 20 8242 6627
Website: https://fluo.tech

We appreciate every piece of feedback as it helps us grow and serve our customers better!